Refunds & Returns

Last updated 12 August 2026. This policy sets out your rights as a consumer buying from us in the European Union.

Your 14-day right to cancel

If you are a consumer in the EU, the Consumer Rights Directive (2011/83/EU), as written into your own country's law, gives you the right to cancel most online orders within 14 days of receiving them, for any reason. To cancel, email us at theteam@earclean.eu.com with your order number before that period ends. You then have a further 14 days to send the goods back.

Goods must be returned in a resaleable condition. We refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back or of receiving proof that you have sent them. You are responsible for the cost of returning the goods unless we agree otherwise or the item is faulty.

Does the right apply to everything you sell?

Yes. Every product here is a stock item, so the 14-day right to change your mind covers the whole range. We do not make anything to order, so the "made to your specification" exemption in article 16(c) of the Directive is not something we rely on.

There is one ordinary limit worth knowing, and it is about hygiene rather than about us. Under article 16(e), goods sealed for health or hygiene reasons cannot be returned once that seal is broken. That applies to the silicone and plastic ear tips supplied with the washer and the camera cleaner. If a pack is unopened, it comes back like anything else.

If you are unsure which product suits you, ask before you order. Email us at theteam@earclean.eu.com. We would much rather talk you out of the wrong one than process a return.

Faulty, damaged or incorrect items

This part applies to everything we sell. Nothing above affects it.

If your order arrives faulty, damaged, or not as described, contact us and we will put it right at no cost to you. Under the EU sale of goods rules (Directive (EU) 2019/771), goods must match their description and be fit for purpose, and you have a legal guarantee of at least two years from delivery. If they are not, you are entitled to a repair, a replacement, or a refund, and we pay the cost of returning the item.

If you tell us within 30 days of delivery that the goods are faulty, you have the short-term right to reject them for a full refund.

Damaged in transit

If a parcel arrives damaged, please email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

How to return something

Email theteam@earclean.eu.com with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back so we can make sure it reaches the right place and is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods, and payment providers typically take a few further working days to show the money back on your statement.

Cancelling before dispatch

Any order can be cancelled before it is dispatched. If you need to change or cancel an order, email us as soon as you can and we will tell you where it has got to.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. Your statutory rights are not affected by anything on this page.